User Authenticating Access to CRM and Outlook
In order to configure the end user's email inbox, the user needs to click on
'Activities' -> 'My Sync Settings' in CRM which will bring up the login screen where the credentials need to be entered to sign in to CRM. After a successful sign-in, the IMC connection status should be Green.
To connect to the user's email account:
- Click on the Gear Icon in the "MAIL SERVER CONNECTION STATUS"
- Select the Office 365 option.
- Sign in using your Email credentials.
This is depicted in the following figure:
In this section, the user can change Email credentials as well as troubleshoot failed synchronization jobs.
Note: as soon as the end user is successfully signed into both, CRM and the email inbox, the integration will perform the following steps:
- Add-in will be installed (refer to 'Add-In Installation' for additional information).
- Email inbox will be prepared for synchronization (refer to the next section below).
- Synchronization will be enabled (refer to the next section below).
Administration Via 'Groupware Administration' Tab in CRM
An admin user can perform several actions on a user level as outlined in the following figure and table:
|Delete||Attempts to delete the user. If there are pre-existing conditions that prevent the deletion, the system will render an appropriate error|
|Force Delete||Hard delete of the user; should only be used in exceptional cases and only when advised by Customer Success.|
|Force Synchronization||Executes a synchronization immediately (does not wait for the next sync cycle).|
|Enable / Disable Synchronization||Suspends the synchronization job.|
|Reset Mailbox||Removes all changes made to the inbox (e.g. creation of separate 'In Mind Cloud' folders, categories, synchronized contacts, etc.).|
|(Re-)Initialize Mailbox||Sets the inbox to an initial state required by the synchronization.|
|Check Settings||Performs a generic check on connectivity, add-in status, etc.|
|Check CRM Connectivity||Checks the CRM connection|
|Check Mailbox Connectivity||Checks the inbox connection|
|Install Revenue Grid...||Allows an admin to install the Add-In at the user's inbox|
|Check Add-In Status||Checks the Add-In status|
|Remove Add-In||Removes the Add-In from the user's inbox|
Note: You can also manually perform the following steps for the respective actions:
|Action||Steps to Perform|
|Enable End User Sync||
|Disable End User Sync||
|Completely Remove End User Functionality||
Similar - not all - options are available on for mass user maintenance:
Syncing Contacts and Emails
After the server-side integration is set up and the user's inbox is initialized, the integration engine will create the following inside the respective groupware system:
- In Mind Cloud Folders under Contacts and Emails
- Categories for Flagging Emails, Meetings and Tasks
Inside the respective folder under 'Contacts', all CRM contacts will be synced to the user's address book. Changes will be replicated bi-directionally, meaning if a contact is changed locally in an address book, the updates will be replicated to CRM and vice-versa.
Emails can be synced using the following options:
- Manually, via the add-in (refer to 'Email Add-in Functionality' for additional information)
- By dropping the emails into the respective folder:
- By flagging the email using the respective category:
Note: The sync cycle is set to 30 minutes.
To completely remove end users and revoke the functionality, the following steps need to be carried out:
|Disable Synchronization||Suspends server-side synchronization features for the select user|
|Remove Add-In||Removes the Outlook add-in from the user's inbox. This can also be done manually by the end user. Refer to 'Installing / De-installing the Add-In' for additional information.|
|Reset Mailbox||This will remove any integration related categories created in the user's inbox.|
|Delete / Force Delete||This will remove the user from the provisioned users.|
|Manual Step: Delete all folders in the user's inbox||If desired, the folders created for emails, contacts and tasks in the user's inbox need to be manually removed.|